Escalation Engineer

Summary

Join Axonius as an Escalation Engineer and become a key player in resolving complex technical issues. You will act as the primary escalation point for problems that our Technical Support Engineers cannot solve, rapidly triaging and analyzing system/software issues. Your responsibilities include joining customer calls to provide solutions and analysis for high-urgency problems, using proactive tools to resolve priority issues, and collaborating with cross-functional teams. This role demands a high degree of context-switching and thrives in a fast-paced environment. The ideal candidate possesses 5+ years of experience in a senior-level, customer-facing support role within enterprise software environments, along with proven hands-on experience with Linux, Docker, and API integrations. Axonius offers a flexible work culture with remote work options and various benefits to support employee well-being and career growth.

Requirements

• 5+ years in a senior-level, customer-facing support role (enterprise software environments)
• Proven hands-on experience with Linux, Docker, and API integrations
• Experience working with CURL and creating CURL commands based on Python source code
• Extensive experience with networking and network troubleshooting
• Proven experience performing Disk Extensions, OS Upgrades, and Performance Analyses
• Research skills and ability to understand and resolve complex issues utilizing analysis tools and vendor documentation
• Clear and concise communicator — both written and verbal

Responsibilities

• Act as a primary escalation point for complex issues that cannot be resolved by Technical Support Engineers
• Rapidly triage and analyze complex system/software related issues including outages, performance issues, and business blockers
• Triage information from multiple sources to spot and respond to trending issues and wide events
• Immediately join customer calls with customer IT teams, and provide solutions to and analysis of high-urgency issues relating to system and/or software
• Use proactive tools to respond to and resolve priority issues
• Evaluate performance issues and make resource adjustments to customer environments
• Occasionally respond to off-hours incidents during major outages
• Collaborate cross-functionally with support, engineering, and DevOps teams

Preferred Qualifications

• Experience with MongoDB, Corralogix, AWS Provisioning, Graphana
• Python and Bash programming skills
• Experience working with Redis and Celery
• In-depth performance troubleshooting and remediation with Linux/MongoDB

Benefits

• We allocate a yearly budget to every employee, enabling them to invest in their own growth and learning according to their specific needs and aspirations
• We provide our employees with three long weekends throughout the year, giving them the opportunity to rejuvenate, spend quality time with loved ones, and invest in their own well-being
• We created a special parental leave policy which allows both primary caregiver and secondary caregiver to spend substantial time with their newborn
• We’re also proud to offer extra vacation days for the following important life events: marriage, birth of a grandchild, special milestones related to your children, loss of pregnancy and bereavement
• We offer psychological support services and support services
• We embrace a flexible working culture
• The majority of our employees work remotely, regardless of their location around the globe
• We provide English lessons as part of our commitment to their success